It pays to complain!

Finally, after 3.5 months of constant complaining Nashua Mobile has succumbed to my request that my DATA contract be canceled.

This is how I did it:
- left please call me messages on their contact via website
- left complaints on hellopeter.com
- send a complaint to ICASA (icasa.org.za)
- kept on with the first 2... and kept all the contact requests and correspondence

The golden rules are:
- you as the customer have rights
- if you sign a contract and your "service provider" does not provide you with info that could influence your decision (ie. inaccurate data meter on hsdpa modem) - you have a foot to stand on
- if your "service provider" does not provide a solution to the problem that satisfies you... take it further

Nashua Mobile (0) vs The Customer (1)

---------- Forwarded message ----------
From: Md
Date: Sep 25, 2007 4:35 PM
Subject: 0829415951 HSDPA
To:
Cc: Md


_________________________________________________________________

Nashua Mobile (PTY) LTD Electronic Mail Notice: Click Here
or send an email to emailnotice@nashuamobile.com
_________________________________________________________________
Good afternoon Susann,

We are in receipt of your mail, as well as the correspondence to ICASA.
As the Networks are constantly upgrading and developing new Data counters we are confident that the usage will be monitored more effectively in the near future, however at this stage it is not possible to have real time counters.

As none of the suggestions made to you were acceptable and on the grounds that the data counters were not explained to you on the purchase of the modem, we have made the decision to accept your request for an early deactivation of the data line. I will request our Deactivations department to process the request once we have your final approval and confirmation to do so.
The deactivation costs will be waived and the only cost incurred to you will be for airtime used.

Please advise if this will be acceptable and when we may proceed with the request.

Regards,

Deon Wittstock
Office of the Managing Director
Nashua Mobile
Tel: 011 207-8234
E-mail: md@nashuamobile.com

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Nashua Mobile on HelloPeter.com

Just for the hell of it I posted another complaint directed at Nashua Mobile(as I have not gotten any response since the 12th August)

Nashua Mobile - no reply to complaint


SUPPLIER
Nashua Mobile INDUSTRY Telecommunications
LOCATION JohannesburgSouth Africa DATE OF INCIDENT Fri 7 Sep 07
SPECIFIC AREA Johannesburg



USERNAME Angry1
TIMEDATE SUBMITTED 08:41:09Fri 7 Sep 07
TOTAL POSTS 8
find all posts by Angry1



THE INCIDENT Nashua Mobile does not respond to a complaint I've raised with them more than 2 months ago. I have posted this on http://hellopeter.com/my_comment.asp?recid=94495http://hellopeter.com/my_comment.asp?recid=98079http://hellopeter.com/the_comment.asp?recid=99569and yet... I get ignored by Nashua Mobile...I guess I will have to take the legal route now...



SUPPLIER'S RESPONSE Time: 09:11:59Fri 7 Sep 07 Hello Angry1 Due to the nature of this query and the fact that the solutions offered by Warren were not acceptable, we need to involve the expertise of other departments in order to resolve. Junaid Essop from our Advanced Helpdesk will be in contact with you once he has investigated the matter with the Network involved and can offer more suitable solutions, this is however a time consuming exercise, however necessary. If we wish to get the matter resolved to both parties satisfaction.Regards,Deon.Nashua Mobile.

I guess it takes more than a few emails and phone calls to get ANY response from Nashua Mobile.

Nashua Mobile - taken this to Icasa (accepts complaints about telecoms)

I finally got fed up with Nashua Mobile's lack of response after more than 2 months. I searched for the National Consumer Forum and found them (national.consumer.forum@dbsa.org)and on their website I found a contact number for Telecommunications complaints... and it was for Icasa... phoned them and got an email address... let's see if we get this sorted.

7 September 2007

To: Dinky Dube
Senior Manager of Consumer Affairs (Icasa)

RE: Nashua Mobile

I have raised the following issue with Nashua Mobile on July 18, 2007 already – but have been unable to get any service, feedback or solutions from them.

I have had a HSDPA contract with Nashua Mobile since April 2007, 500MB data bundle for R249 per month. (The first 2 months I received no statements even after calling their customer service line… month 3 I went to their Vodaworld offices… and only received statements in July.) I however am apparently always over my limit even though the HSDPA modem interface clearly shows that I have never been. (The HSDPA modem has a software interface on your pc that has a meter that shows you your usage. The usage meter is reset at midnight of the last day of the month.)

On speaking to customer services at Nashua Mobile I got the following response on this:
· The meter is not accurate
· I should register on Vodacom4Me

· The issue I have with their feedback is that they should have informed me as a customer that the meter reading will not be correct prior to me signing the contract. I feel that they withheld an important piece of information that would influence my decision.
· I registered with Vodacom4Me, but since I had to register with my modem number… I can’t receive the confirmation sms to be able to log in.

I then tried to phone Nashua Mobile customer services between the 1st and the 12thof August 2007, I spoke to more than 4 consultants and spent more than 6 hours on the phone. Then I got placed on hold and cut off.

Then on the 12th Agust 2007, I posted a complaint on HelloPeter.com – I got a response from Deon Whittstock (apparently working in the MDs offices) saying that they will investigate and get back to me by that Friday. I have had no response. I subsequently complained a few more times on HelloPeter – but I guess I now have to face that I will not get a response from Nashua Mobile.
http://hellopeter.com/my_comment.asp?recid=94495
http://hellopeter.com/my_comment.asp?recid=98079
http://hellopeter.com/the_comment.asp?recid=99569 (September 7, 2007)
SUPPLIER'S RESPONSE Time: 09:11:59Fri 7 Sep 07 Hello Angry1 Due to the nature of this query and the fact that the solutions offered by Warren were not acceptable, we need to involve the expertise of other departments in order to resolve. Junaid Essop from our Advanced Helpdesk will be in contact with you once he has investigated the matter with the Network involved and can offer more suitable solutions, this is however a time consuming exercise, however necessary. If we wish to get the matter resolved to both parties satisfaction.Regards,Deon.Nashua Mobile.


I phoned into their call centre again to find out which forms I need to sign to cancel this contract as I’m not happy with the lack of customer service. They then informed me that I would need to pay more than R5000 to cancel the contract
This is unacceptable. I don’t feel that they deserve a cent more from me as they have not given me the level of service that customers deserve. Nor have they made much effort in 2 months to sort out my issue.

I now no longer want to deal with Nashua Mobile as I do not believe that I will receive any assistance with them in the next year and a half that my contract runs. I also don’t feel that I should be penalised financially for cancelling this contract.

I would greatly appreciate any assistance that you can give me in this matter against Nashua Mobile.

Regards

Susann Deysel

Being the newbie - again

Starting a new job is always exciting. The first day is always chaotic... sorting out where you will be sitting (or not), getting a access tag (or not), getting a parking space (easiest).

For me the worst was... mmm who will let me into the building?